Refund policy

Refund policy

We want returns to be as hassle-free as possible. Here’s how it works:

Faulty items

1. Email us first at hello@floorfixpro.com with your order number and a brief description of the issue (photos/video help).

2. We’ll troubleshoot with you and, if needed, arrange a replacement or refund.

3. In most cases we’ll need the item returned before sending a replacement (we’ll confirm this by email).

Missing or incorrect item

If you received the wrong product or something is missing, email hello@floorfixpro.com with your order number and what’s missing/incorrect. We’ll put it right as quickly as possible.

Damaged on delivery

• Please check larger items/boxes before signing where possible.

• If the packaging looks badly damaged, refuse delivery and contact us.

• If you notice damage after delivery, contact us within 72 hours:

  • Email: hello@floorfixpro.com 

  • Phone: +44 20 7664 4577

  • Include photos of the outer box, inner packaging, and the damaged item.

Replacements for delivery-damaged items are usually sent once the damaged item is returned (or collected) and inspected. We’ll confirm the next steps with you.

Unwanted or incompatible goods (change of mind)

If you’ve changed your mind or the tool isn’t compatible with your surface, you can cancel your order within 14 days of delivery.

To be eligible for a refund, items must be:

• Unused

• In original packaging

• Returned within 14 days of receiving your returns authorisation (RMA)

Return shipping: If there is no manufacturing fault, you’ll need to arrange and pay for return shipping.

Original shipping charges: We do not refund the original delivery charges unless the item is faulty.

Please package returns securely and consider using a tracked/insured service. We can’t accept liability for items lost or damaged in transit.

When returning items

Please include:

• Your order number

• The RMA number we provide

• The reason for return

• All original packaging and included parts/accessories

⚠️ If items are returned damaged due to accident, neglect, misuse, or poor packaging, we may be unable to refund or replace them. This does not affect your statutory rights.

Shipping costs summary

• Faulty item: we will refund the item and standard delivery charges (or arrange a replacement).

• Not faulty / change of mind: customer arranges and pays return shipping; original delivery charges are not refunded.